Sr. Applied Scientist, Amazon Customer Service

We are seeking a senior Applied Scientist to join a science team within Amazon Customer Service that is reimagining how customers are connected with the right support experience. This is a senior technical leadership role where you will drive scientific strategy, mentor junior scientists, and deliver foundational models that power real-time personalization at scale. Key job responsibilities - Lead the science for understanding the demand side of customer service interactions - Characterize who is contacting us, what they need, and how complex their situation is - Invent novel representation learning approaches that encode customer interactions - Directly inform intelligent routing decisions across hundreds of millions of annual contacts